all your questions answered.
Payment
Which payment methods do you accept?
- Credit and debit card
- PayPal
- Direct deposit
Please note: Orders paid by direct deposit remain on hold until the funds are cleared to our bank account. The order status is then changed to processing.
Processing
When will my order be sent?
All orders are packaged and sent within 2 business days.
Shipping
How will my order be shipped?
All our orders are sent by registered post with tracking through Australia Post. This means you can track your order and know when it’s going to arrive. You will be sent a tracking number when your order has been filled.
To track your order via Australia Post, please visit: auspost.com.au/track and enter your tracking number, or phone Australia Post on 137678.
How much does shipping cost?
Little White Wave offers flat rate shipping on most orders throughout Australia regardless of where you live. Our shipping costs are as follows:
Standard shipping starts at $10, and for any heavy items (e.g. 500g packs of clay) an additional $2 per item is added.
Express shipping starts at $15, and for any heavy items an additional $3 per item is added.
Do you offer free shipping?
Little White Wave offers free standard shipping on all orders over $100 within Australia.
Do you offer express shipping?
Yes. Express post is always the preferred option when ordering clay especially with the hot Australian climate as polymer clay is a heat sensitive product and there may be a small chance of your clay being affected by heat, especially in the summertime.
Please note that choosing Express Post will not speed up the processing time of your order, however Australia Post prioritises all parcels that are sent via Express Post so this is still a good option.
Do you ship internationally?
At this stage we are not offering shipping to international customers via our website.
If you live outside of Australia and would like to purchase a product, please email us at hello@littlewhitewave.com.au and we’ll see what we can do.
Returns
What is your return policy?
Returns/exchanges are not accepted on an incorrect choice of product. Please choose your items carefully.
Before any orders are shipped, they are inspected to ensure they are of the highest standard, however if in the rare instance goods are found to have a manufacturing defect these will of course be replaced at no charge. Any unsatisfactory or damaged goods must be reported to us within 3 business days of their receipt. No claims will be accepted thereafter. A photo of the damaged item must be provided via email with your request. You have 10 days after this, to return the item in the original packaging & condition.
We recommend you post it back to us via insured/registered mail, as we hold no responsibility should your parcel be lost in transit. We do not credit for shipping charges either way unless the return is due to an error on our behalf.
Please note: There is no exchange on ear hooks due to health regulations.
Other information
Terms and conditions of delivery
Little White Wave takes no liability if you wish to have your parcel left without a signature or have provided the incorrect address.
Insurance
Parcels are not insured by us – if you do want insurance added to your order, please contact us at the time of ordering to request the extra fee be added to cover the value.
GST
GST is calculated at the checkout with the GST component identified separately at the point of payment. All product prices are listed inclusive of GST.
Currency
All prices are displayed in AUD.
Customer support
LWW Jewellery Supplies is a small family business. Customer Service is highly important to us, and we are committed to providing the best service we can. If you are unhappy in any way, please contact us directly and we will work to find the best solution in the event of a problem.
We really appreciate you supporting an Australian business and want our attitude to always reflect our appreciation.
Environmental concerns
Little White Wave is very aware of the impact our business has on the precious environment around us and even on the health of all living creatures. We recognise that everyone has a responsibility to reduce any negative impact on this earth by being an environmentally friendly business. Our practices reflect this awareness, and we are constantly looking for ways to improve, as our knowledge grows in processes to do this.
At this stage here are some of the ways we are working to achieve being an eco-friendly business:
- Using compostable and/or fully recyclable packaging
- Using only Ecolabels
- Printing with a thermal printer (using heat instead of ink)
- Not packaging in plastic
- Reusing plastic that is sent to us.
- Recycling
- Using local suppliers when at all possible
- Using ethical suppliers
Your privacy
We understand that our customers are concerned with privacy, so we have initiated policies to ensure that your personal information is handled safely and responsibly.
Please see our privacy policy for more information.